OTRS Admin Manual Question

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ptay
Znuny newbie
Posts: 85
Joined: 13 Jul 2010, 18:55
Znuny Version: 5.0.10

OTRS Admin Manual Question

Post by ptay »

Page 109 defines default states. The manual says this about New and Open state:

New
Tickets are usually only in this state when they are created from incoming e-mails.
Open
The default state for tickets assigned to queues and agents.

All of our tickets so far have been opened via web interface yet they appear as a New state.
All of our tickets assigned to a queue & agent appear as a New state.

Is the admin book wrong or is there something wrong?
Test:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7
Prod:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7
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jojo
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Re: OTRS Admin Manual Question

Post by jojo »

All tickets not handled by an agent (email and customer interface) are in state new until an agent changes this (.g. via email response to the customer)
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

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ptay
Znuny newbie
Posts: 85
Joined: 13 Jul 2010, 18:55
Znuny Version: 5.0.10

Re: OTRS Admin Manual Question

Post by ptay »

jojo wrote:All tickets not handled by an agent (email and customer interface) are in state new until an agent changes this (.g. via email response to the customer)
Now that makes sense, so the Admin Book is wrong? I'll open a bug for that.
Test:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7
Prod:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7
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